Company Overview :

Sysmind Tech PVT LTD is a dynamic technology solutions provider specializing in delivering cutting-edge digital transformation and customer experience platforms. We partner with enterprises across various sectors to design, implement, and manage robust contact center solutions, cloud infrastructure, and intelligent automation. Our focus is on leveraging advanced technologies to optimize business operations and enhance customer engagement for our diverse client base.

Role Overview :

The Genesys IVR Engineer will be instrumental in designing, developing, deploying, and maintaining sophisticated Interactive Voice Response (IVR) applications built on the Genesys platform, with a significant focus on cloud-native architectures. This role involves close collaboration with solution architects, project managers, and client stakeholders to translate business requirements into efficient and scalable IVR solutions. The engineer's contributions directly enhance customer self-service capabilities, optimize contact center efficiency, and ensure seamless, high-quality customer interactions across various client environments.

Key Responsibilities :

- Design and develop robust Genesys IVR applications, ensuring adherence to architectural standards and client specifications.

- Implement and manage Genesys IVR solutions within AWS cloud environments, leveraging services for scalability and reliability.

- Provide expert-level support and troubleshooting for complex IVR issues, minimizing downtime and ensuring continuous service availability for end-users.

- Collaborate with cross-functional teams to integrate IVR systems with backend databases, CRM platforms, and other enterprise applications.

- Optimize IVR call flows and scripts to improve customer experience, reduce call handling times, and enhance self-service resolution rates.

- Conduct thorough testing and quality assurance for all IVR deployments, ensuring functional accuracy and performance efficiency.

- Document technical designs, configurations, and operational procedures to maintain comprehensive system knowledge and facilitate future enhancements.

Required Skillset :

- Proven expertise in designing, developing, and deploying Genesys IVR solutions, including Genesys Composer, VoiceXML, and routing strategies.

- Demonstrated proficiency in AWS cloud services for deploying and managing contact center applications, including EC2, Lambda, S3, CloudWatch, and networking components.

- Strong analytical and problem-solving abilities to diagnose and resolve complex technical issues within Genesys IVR and integrated systems.

- Excellent communication skills, capable of articulating technical concepts to both technical and non-technical stakeholders and collaborating effectively with client teams.

- Ability to work independently and as part of a distributed team, managing multiple priorities in a dynamic environment across various locations in India.

- Solid understanding of contact center operations, customer experience principles, and best practices for IVR design.

- Experience with scripting or programming languages (e.g., Java, Python, JavaScript) for custom IVR logic and integrations.